Banking, insurance or superannuation

The Australian Financial Complaints Authority (AFCA) offers fair, independent and accessible dispute resolution for consumers who are unable to resolve complaints with member financial services providers. A not-for-profit, non-government organisation, they resolve disputes quickly and efficiently, providing a cheaper alternative than going to court.

Their service is free of charge for applicants, with the costs of running the service being met by their members, which include banks, insurers, credit providers, financial advisers and planners, debt collection agencies and other businesses that provide financial products and services.  Contact AFCA on 1800 931 678 or lodge an online complaint with them.

If you have a complaint about a decision made by your superannuation fund, and you are unhappy with their response, you can contact AFCA on 1800 931 678 or lodge an online complaint with them.

The Australian Financial Complaints Authority (AFCA) can consider a complaint you have about a life insurance or general insurance product.  Contact AFCA on 1800 931 678 or lodge an online complaint with them.

Please note: The Australian Financial Complaints Authority (AFCA), replaces the Financial Ombudsman Service, the Superannuation Complaints Tribunal and the Credit and Investments Ombudsman from 1 November 2018.


A new external dispute resolution scheme for the financial services industry from 1 November 2018 - Australian Financial Complaints Authority (AFCA)

  • The Minister for Revenue and Financial Services has authorised the establishment and operation of the Australian Financial Complaints Authority (AFCA).
  • AFCA will be the new external dispute resolution scheme for the financial services industry. From 1 November 2018, AFCA replaces the Financial Ombudsman Service (FOS), Credit & Investments Ombudsman (CIO) and Superannuation Complaints Tribunal (SCT). The SCT, however, will continue in run off mode for a further period to deal with any open disputes it has at the commencement date of AFCA.
  • AFCA will accept new complaints from 1 November 2018. All financial firms required to hold membership of an external dispute resolution scheme will be required to join AFCA by no later than 21 September 2018.

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Private Health Insurance Ombudsman

The role of the Private Health Insurance Ombudsman is to protect the interests of private health insurance consumers in a number of ways, including assisting health fund members to resolve disputes through our independent complaints handling service and identifying underlying problems in the practices of private health funds or health care providers in relation to the administration of private health insurance. Contact them to make an online complaint. This is managed through the Commonwealth Ombudsman.